Section 3: Establishing Communication Resources

Depending on the size of the notification, e.g., a thousand patients or more, it may be necessary to establish a call center to respond to questions and concerns from the community. A call center can manage the flow of information to and from a large number of callers, enabling health department staff to focus on conducting the investigation. Even with a small notification, local resources can quickly become overwhelmed. Regardless of the size of the notification, patients often want to speak with a knowledgeable resource after receiving the letter. This section contains resources that will help you determine the need for and establish a means to handle public inquiries.

• Setting Up a Call Center
  • Call Center Considerations
  • External Resources for Contact Center “Communities of Practice”
• Example Q/A Resources
  • Hepatitis C Outbreak, Nevada, 2008
    • The Issue – Safe Injection Practices
    • Worried Well
    • CDC’s Role
• Frequently Asked Questions Used by the Nevada Call Center, 2008
  • http://www.southernnevadahealthdistrict.org/hepc-investigation/faq.php
  • Most Frequently Utilized FAQs
    • Which clinic are we talking about? (17% of callers)
    • Where can I get tested? (12% of callers)
    • When were the known cases exposed? (5% of callers)
    • Can you tell me if I’m on the list and should I receive a letter? (5% of callers)
    • I am uninsured. When can I get tested? (5% of callers)